Questionnaire Activity in Playbook to be answered by Contact users

[_philip]

Hi there,

We have been building a Playbook that runs with a Case (sn_customerservice_case) record as the parent record. And we display the Playbook on the /csm portal for Contact (customer_contact) users to be able to interact with the Playbook - for the activities where it is necessary with input from the customer. For example the OOB Questionnaire Activity because we want to ask questions to the customer.

But we are having issues with Contact users actually being able to fill out the Questionnaire activity.

It is read-only (see attached screenshot).

We have on the Questionnaire Activity instance set the 'Assigned to' to be the Contact of the Case.

Has anyone had luck with Contacts being able to answer Questionnaire Activities in Playbooks?

Thanks in advance,

Philip

[JulianP32954866]

Not via a portal.

We have found that our parent was assigned to Abel, but we changed the assigned_to to be Fred, the parent record was fine, but the sys_flow_data was still set as the old user.
A quick DB view and BR sorts that out.

The ACL 46c3d7ca1bbb0010affd0e55cc4bcb20 infers a non itil user can edit, as long as they can read, so once reassigned should be good

[Vishal Jaswal]

Hello @_philip 

Session Debug > Enable All > Impersonate one of the customer contact and find out which all server side logic along with ACL executes when you open the Questionnaire as a customer. Maybe snc_external is restricted.